Past Lithys (old format)
Check out Lithy entries from previous years.
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   USAA provides a fu... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.   Our members were asking for support through their channel of choice and USAA was committed to extending customer care in social networks. Meeting our member’s needs with the immediacy of social customer care is an extension of our commitment to service. USAA recognizes that member care is a mission critical deliverable. “We know what it means to serve” is at the root of everything we do. In 4 months we moved at the speed of social to implement an enterprise platform that would enable the gold standard for member social care.   USAA’s 2015 customer care satisfaction goals were to enable an enterprise platform which meets the needs of individual business units in the financial services and insurance industries, address social customer care, member complaint and communications needs, achieve an enterprise SLA of 30 minutes or less, reduce social acknowledgement time by a minimum of 15%, expand social customer care coverage addressing the immediate needs of our membership, reduce enterprise social customer care internal documentation by 25%, enable seamless customer care from social channels to internal CRM processes.   Customer Satisfaction and Business Accomplishments with Lithium Implementation   Through a joint effort with enterprise business partners, calculated planning, resource training and the implementation of LSW for social customer care USAA was able to: Implement an enterprise platform for multiple business units Meet the unique social customer care handling needs of our financial services business partners Train an enterprise workforce of 104 users in 2 days to expand social customer care Establish an enterprise social customer care SLA of less than 30 minutes Reduce social acknowledgement time by 20%; 5% over goal Expand social customer care from 8 business hours to 24x7 coverage Reduce social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95% Establish seamless customer handling from social channels into CRM processes Implement early alert system associated to key business indicators Implement LSW Social Handle USAA CRM Single Member Profile.     USAA has been recognized year over year for our service and commitment to members on traditional communication channels.       Our implementation of LSW enabled USAA to meet our member’s social customer service needs with speed and efficiency. The net result is a reduction in time on task for business processes and FTE savings. With LSW USAA has an enterprise solution integrating managed properties like Facebook and Twitter with our Member Community, powered by the Lithium Community Platform. Our Member Community has over 300K members; this owned social property was an integral part of our strategy to maintain superior customer care where members demand our presence. The USAA Member Community has hosted over 8M unique visits with over 35K same session product application completions. 11 major business units at USAA utilize LSW with 6 key financial service business teams interacting with members in social channels on a daily basis.
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and th... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.   Organizational Background and total Community Digital Customer Strategy   When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.   USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.   USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.   One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.   Total Community Benefits and Results   In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.            The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions. USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point Members can now select from personal details (location/military background) directly pulled from their formal profile to share The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals The combined profile serves as the comprehensive external social network identity record for all members The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average) LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles    
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of the ma... See more...
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of the major cellular providers in Indonesia. XL’s focus is to provide digital services for the people of Indonesia as well as to encourage the development of Indonesia’s digital economy. XL commenced operations on the 8 th of October 1996, and has wide and high-quality network across the nation. Since December 2014, XL began to deploy its 4G LTE network.XL is part of the Axiata Group. The Group’s mobile subsidiaries and associates operate under the brand name ‘Celcom’ (Malaysia) ‘Dialog’ (Sri Lanka), ‘Robi’ (Bangladesh), ‘Smart’ (Cambodia), ‘Ncell’ (Nepal), ‘Idea’ (India) and ‘M1’ (Singapore).   Our initiatives in 2015 We created the Rangers who have Lithium weapons and are the admin of XLCare Social Media. We see the concern faced by netizen customers is when the customer has a problem or a question about service, they send the question to the company, but they don’t know if they’ll received an answer by a human or a machine (bot). With the Rangers, customers feel that a real person is serving them. Customers can interact with people who have high skills, have a relationship with the communities, and understand customer service.   XL Care Rangers:   Lithium Social Web (LSW) is the weapon used by XLCare Rangers to directly connect with customers. Rangers using LSW for several purposes:   Fast response & monitoring Service Level target: :   Quality monitoring (Conversation history checking):   The interaction / activity with followers/fans is not only questions and answers. We create some online & offline activities with our customers to build engagement and a close relationship with the customer:   1. #XLRangers, Social Media Journey activity by utilizing the Social Media Day (June 30, 2015). We introduce XL Care Rangers to our new followers and give them challenges related to Rangers hobbies, then we give gifts to the winner.   2. #XLGames invite customers to play games easily as routine activity.   From this example, customers should answer the name of XL package (LDR package) by cross checking with the image given.   Sometimes we give gifts as a surprise for the winners. For example, we had special #XLGames by utilizing the Independence Day 2015 (August 17, 2015). We gave free historical islands tour tickets to the winners (we invited Historia Community to give historical education to the participants).   3. #XLShare, sharing product & technology to customers as routine activity   In this example, we share a video editing application. We created a quiz game to build attention.   The most important customer issue we  were looking to solve via  Lithium implementation The basic needs from netizens when they complain or ask in social media is a Fast Response and Solution. This fast response can generate positive sentiments from followers. LSW can fulfill this need to achieve XLCare KPI.   Here is the video about XLCare Rangers generating a fast response and solution with LSW:     To measure our fast response to customers, we set the target. We used SL (Service Level) as our target. Our SL target is 70% incoming posts should be responded to under 10 minutes. Rangers use LSW to provide faster response and solution by these features in LSW:   The easy-to-use interface has helped Rangers provide a fast response and solution.   Rangers can manage all incoming posts (filtering function, sort by function, easy to claim, easy to assign, etc) easily.   The easy to read conversation history between customers & XLCare has helped Rangers provide the best solution to the customer. It also helps our quality assurance team in analyzing Rangers’ quality answers / solution.   With Lithium, it’s easy to monitor SL’s hourly, daily, weekly & monthly achievement.   It’s also easy to analyze trends & anomaly issues by using tags which were needed to improve our quality as well as the handling flow.   Our Lithium implementation has answered our needs to give a fast response & solution to the customer.   XL Care SL Achievement (2015) :     We exceeded our SL target (70%) in 2015. We achieved 79.46% average in 2015.   By using Lithium, we were able to provide a fast response and solution to customer and reached 1.044.998 incoming posts (9% of total incoming volume) from all XL assisted touch points in 2015.             Type Touchpoint 2015 % Assisted Hotline 7,957,616 69% Walk in Center 2,546,604 22% Email 40,863 0.35% Social media 1,044,998 9% Total 11,590,081 100%    Our metrics   From the online & offline activities in XLCare social media, we use an NPS survey to measure customer satisfaction, as well as engagement rate.   1. NPS Mechanism : We provide customers with a survey to recommend XLCare on a scale of 0-10.   0 – 6          : Detractors 7 – 8          : Passives 9 – 10        : Promoters   NPS formula: NPS = Promoters (%) – Detractors (%)   We have our segmentation of customer, then we divide NPS in 2 kinds of NPS. Regular customer NPS & Premium customer NPS.   Regular customer NPS: We send NPS survey to customer by the day after we give answer/solution to all customers. Regular customer NPS target is 55%.   We exceeded our NPS rate target (55%). We achieved an average NPS of 59.01% in 2015..   Premium customer NPS: Every premium customer will have dedicated Rangers to answer and provide solutions to them. We also have initiatives to create engagement events with them. To determine our premium customers, we set the priority of customers using Lithium tags (choosing by number of followers & Klout score).     We give the survey links using Lithium as well. We send our NPS survey to customers in batches (1 batch: 3 month) after we provide services and activities to our premium customers.     We exceeded our NPS rate target (70%). We achieved an NPS average of 75.48% in 2015.   2. Engagement Rate We use an Engagement Rate to measure how interesting XL Care posts/tweets are on social media from the customer side.   Engagement Rate Formula: Total number of times a user has interacted with a Tweet (Click, retweet, reply, follows, favorites) / Number of times users saw the tweet on Twitter * 100%     We exceeded our Engagement Rate target (1.8%). We achieved 2.09% average in 2015.  
Company: SmartBear Entry submitted by: Tatyana Gorbunova (Community Manager) Community: SmartBear Community  Lithy category:  Community Design of the Year   As the leader in software quality tools for the connected world, SmartBear s... See more...
Company: SmartBear Entry submitted by: Tatyana Gorbunova (Community Manager) Community: SmartBear Community  Lithy category:  Community Design of the Year   As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.   In February 2015, we launched http://community.smartbear.com on the Lithium engine. By that time, we had forums for different products. They had their own design, gamification features, etc. It was a big challenge for us to unite all forums on one Lithium engine – we didn’t want to reduce the features we had on our old forums. In addition to this, we wanted to add more modern features provided by Lithium.     One of the main requirements was related to the community design – we wanted to see a branded community. Our designers worked hard on every image we added to the Community pages. In addition to modern design, we wanted to have more than just forums in the Community. Now, the SmartBear Community includes forums, feature request areas, Community Matters Blog, SmartBear Developer Network, Customer Advisory Board, different user groups and much more.   Here is the Community home page:     We regularly analyze community metrics, and they prove the success of our new Community. We achieved the 500% growth of visits to our Community by the end of 2015! We expect to see this trend in 2016 as we put much effort into the SmartBear Community.   Metrics YoY Growth,% CHI +18% New Topics +58% #Solutions +240% #Kudos +280% Visits +500%
Company: SmartBear Entry submitted by: Tatyana Gorbunova (Community Manager) Community: SmartBear Community  Lithy category: Support Savings MVP   As the leader in software quality tools for the connected world, SmartBear supports mo... See more...
Company: SmartBear Entry submitted by: Tatyana Gorbunova (Community Manager) Community: SmartBear Community  Lithy category: Support Savings MVP   As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.   The SmartBear Community provides 24/7 assistance for all product users. In addition, the Customer Care Team helps our customers resolve technical issues during normal business hours. Decreasing the load on our Support Team was one of the important tasks for 2015.   People should go to the Community first In 2015, we were concentrating on increasing the number of questions asked in the Community. For this, we launched different community programs oriented towards increasing the community visibility and boosting the activity of current community members.   We allocated one community manager who worked with community members, launched different community programs oriented towards new and existing community members.   To decrease the number of support cases, we have implemented the pre-submission search on the Contact Support form. When a customer submits a case, we show community topics where a similar question has already been discussed. Answering one specific question in the Community often means answering the same question for dozens of people.   The results of this implementation were great – many people went to the Community instead of contacting the Support Team.   Involve different teams into discussions As a rule, different teams don’t have time to read all community questions. However, we had a community manager who could refer an interesting question to a certain developer, QA engineer, technical writer, etc. They would find an answer faster when given a specific question and not having to review all community questions. Involving employees in the community brings great quality to practically all community discussions.   In addition, community members see that they can talk to developers of the product they use. They like it and often return to them to ask other interesting questions or provide some valuable feedback.   Case Deflection Increase Working on all of our initiatives helped us increase the number of deflected support cases (cases that would normally go to the Support Team, but were resolved in the Community). Last year, we doubled those metrics – at the end of 2015, we had 12% of deflected cases in comparison with 6.8% of deflected cases at the beginning of the same year.    
Company:  AT & T Entry submitted by: Becky Woodworth (Social Media Sr. Strategy Mgr) Community: AT&T Community Forums Lithy category:  Marketing Champion     AT&T Inc. (NYSE:T) helps millions around the globe connect with leading enter... See more...
Company:  AT & T Entry submitted by: Becky Woodworth (Social Media Sr. Strategy Mgr) Community: AT&T Community Forums Lithy category:  Marketing Champion     AT&T Inc. (NYSE:T) helps millions around the globe connect with leading entertainment, mobile, high-speed Internet and voice services. We’re the world’s largest provider of pay TV. We have TV customers in the U.S. and 11 Latin American countries. We offer the best global coverage of any U.S. wireless provider*. And we help businesses worldwide serve their customers better with our mobility and highly secure cloud solutions.   *Global coverage claim based on offering discounted voice and data roaming; LTE roaming; voice roaming; and world-capable smartphone and tablets in more countries than any other U.S. based carrier.    Tune into the AT&T/DIRECTV Merger!   Our unique promotion and goal    Following AT&T’s 2015 acquisition of DIRECTV, we began plans to merge our two communities. We collaborated with our skilled Lithium success team to outline the migration mechanics potentially affecting 1.65M users (AT&T – 1.5M members with Lithium; DIRECTV – 150k members with Jive.) We wanted not only to incorporate 200k DIRECTV posts and 150k users into the AT&T Community, but also to establish trust in, and build enthusiasm for, the combined community experience.   Our strategy for community promotion   After the merger, we began with a soft launch of a new DIRECTV community within the AT&T community, seeding content and creating a one-stop community experience for our customers. We also reached out to DIRECTV community super-users at this time, months before the content migration, to introduce ourselves, let them know we valued their participation and to invite them to check out the DIRECTV forum on the AT&T Community.   When the time came to migrate the legacy DIRECTV community’s membership and content, we knew we had to create an effortless customer experience for DIRECTV and AT&T customers, and just as importantly, we wanted to present the migration in a way that would help the migrated community members feel at home.   To this end, we invited DIRECTV’s most well-known super user – Litzdog911 – to be the “voice of the merger” within the DIRECTV community. Rather than having our team of AT&T employees try to communicate the benefits of the migration to DIRECTV customers, we encouraged Litzdog911 to share what he thought was important to fellow DIRECTV community members. On the DIRECTV home page – and in his own voice - Litzdog911 bubbled over with excitement and explained why he felt the change was so positive, i.e., the advantage of the AT&T/Lithium user experience.     With an eye toward an effortless customer experience, every communication (including Litzdog911’s personal message) pointed to “one source of truth” – an AT&T Community Blog outlining the timetable, sharing illustrative “how to” examples, covering FAQ’s, etc.     To increase awareness, we used our #1 featured home page tile to point users to the blog.     Additional communication elements included Private Messages to AT&T super users as well as an announcement in their lounge; a system notification to DIRECTV users and regularly-updated home page messaging in both communities.   Post-migration in January, 2016: Communication continued with home page recognition for LItzdog911, our January ACE (super user) of the Month…..     ….plus we contextually-placed authentication reminders:     Our results   Partnering with our Lithium success team – and with only 12 hours of “read only” down time -               We migrated 200k DIRECTV posts 100% successfully into their assigned boards and categories.               We migrated 150k DIRECTV users – including their user stats and avatars - with only three users experiencing minor, easily corrected issues.   In the first 30 days post-migration, 309k unique visitors benefited from DIRECTV content – a 27% increase as compared to prior months on its previous platform.   From January 1, 2016 to March 23, 2016 in DIRECTV, we have enjoyed:             1.36M page views             766k visits             588k unique visitors             12k posts             800 Accepted Solutions created   We will continue to adjust the volume, and we might even give the remote control a shake – but we are sure not changing the channel on our great DIRECTV forum community. It’s where it needs to be – on our Lithium platform, with our combined 1.65M members fully understanding what we did, and why we did it. Like Litzdog911 said, “It’s more fun over here!”  
Company: Siemens PLM Software Contact: Susan Alig (Community Administrator) Community: Siemens PLM Community Lithy category:  Community Design of the Year    Siemens PLM Software, a business unit of the Siemens Digital Factory Division, ... See more...
Company: Siemens PLM Software Contact: Susan Alig (Community Administrator) Community: Siemens PLM Community Lithy category:  Community Design of the Year    Siemens PLM Software, a business unit of the Siemens Digital Factory Division, is a leading global provider of product lifecycle management (PLM) and manufacturing operations management (MOM) software, systems and services with over nine million licensed seats and more than 77,000 customers worldwide. Headquartered in Plano, Texas, Siemens PLM Software works collaboratively with its customers to provide industry software solutions that help companies everywhere achieve a sustainable competitive advantage by making real the innovations that matter.   Our community goals   Just as we inspire our customers to realize innovation, we at Siemens PLM Software must do the same. Within the marketing organization, our job is to facilitate better conversations, and our customers and prospects are choosing to have more of these conversations online. To meet our customers where they are and make a difference for our business, one of the areas we are focusing on is an improved user experience across all of our digital properties through user-focused interactions and a visually engaging design. The first of our properties to achieve this is our Community. February 25, 2016 marked three years since Siemens PLM Software launched its first online, public community. To celebrate the occasion, the users of the Siemens PLM Community received the first set of changes for a radically improved user experience, which features a new visual design language based on Siemens AG standards. This new user experience (UX) was greatly needed update to the Community. The UX offers several key benefits to our customers. First, it makes user-generated content the focal point. This is important in the Community because customers want to easily and quickly find information in their area of interest; information created by customers, for customers. To improve usability, the design allows for faster navigation in the most trafficked areas where customers spend the majority of their time. This unique category navigation allows them to navigate freely between interaction styles without ever leaving their “home.” Our unique community design   Design Space- Our top complaint from users was why didn’t we use the entire real estate on the screen. In our previous design, there is a vast amount of unused white space. Our target audience accesses our site 95 percent from desktop because they are typically designers and engineers sitting at their desk with two or more monitors. The old site used less than 25 percent of the total real estate for a typical designer. Because we launched Phase 1 of our redesign one month from the date of this submission, we are currently working on Phase 2, which includes adjusting the design to mobile and tablet devices where we can take full advantage of Lithium Responsive. Stylization – Using the Responsive Lithium template required heavy customization with our CSS. By focusing our efforts on styling the OOB components, we are able to offer the right information to our users in the way they want it presented. We concentrated our efforts on four page types – Community Homepage, Category Page, Forum and Forum Article page. Tapping our Community Manager I&II training, we focused on building these pages for the “90%.” Our more active users appreciate the threaded forum replies as this directly relates to the “History Tree” in our software, tying together elements from our product to community. Navigation – Staying in your “home” was another user request. Many of our users will spend a significant amount of time in one category. Creating a navigational element so a user doesn’t need to use the “back button” was key. The result? Category navigation sits below the “hero” image and provides a black indicator of where the user is on the site.     How we executed our community design   With a new set of design guidelines, we needed a partner capable of interpreting the design language and applying that to the Lithium platform, all while keeping the user’s experience at the forefront. To do this we partnered with Lithium Professional Services. Who better to know the platform than the creators! Together we interpreted the design guidelines, created and validated our vision, and then set off on a six-month adventure to bring the new design to life. A complete set of wireframes and mockups were created for this project, utilizing as many out-of-the-box components as possible while also allowing us the ability to customize certain areas that called for it.   Our “super user” @SeanCresswell (90,000 messages read, 208,000 minutes online) said it best, “Wow, that certainly is a revamped looking site! A fantastic step forward though...congrats to all involved in this monster effort.” This before and after picture of the homepage tells a compelling story about the massive undertaking.     Our results   Metrics are an important piece of our complex puzzle in evaluating the success of our community. Here’s a small snapshot of how well our community performed since the launch of the new design on March 25, 2016. Let’s start by giving you a glimpse into the growth of our Community:     Our Community has steadily grown in the three years existence. In FY2015 (Oct-Sept) we saw a 229% growth in HPV. We are on track to exceed that percentage again for FY16. In the 32 days after the launch of the new design, we’ve seen the following increases versus our monthly averages: 44% increase in Unique Visitors** 40% increase in Kudos Given 31% increase in Registrations 23% increase in Posts ** Our Unique Visitors for FY16 to-date just surpassed the FY15 total For us, these are simply numbers; a way to ensure our changes, enhancements and decisions make a positive impact on the users who participate in our community day-in and day-out. It’s the engagement of our users whose use our site to help them do their job better and demonstrate an “ingenuity for life” that makes the real difference for us. User @Stefan_Pendl hit the proverbial nail on the head: “Thanks to you and your team for bringing the community to the next level of usefulness.”
Company: MicroStrategy Entry submitted by: Daphne Tan (Market Engagement Manager) Community: MicroStrategy Community Lithy Category: Excellence in Customer Satisfaction   MicroStrategy provides business intelligence solutions by empoweri... See more...
Company: MicroStrategy Entry submitted by: Daphne Tan (Market Engagement Manager) Community: MicroStrategy Community Lithy Category: Excellence in Customer Satisfaction   MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations.   Our customer satisfaction initiatives    MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations. Our community offers users, partners, and customers a platform for peer-to-peer support at any time across the globe. In 2014, we only had about 300 active users. Today with our Lithium-powered community, we have about 17,000 active users and 63,000 registrants.     At the end of 2014, we had just transitioned from our forums to the Lithium. Our challenge in 2015 was to make the community one of the channels through which our customers felt connected and supported. Prior to our transition to Lithium, our forums lacked ease of use and did not facilitate conversation or collaboration. We did not know how vast the MicroStrategy user network was or could be.   Additionally, our tech support staff was overwhelmed, not having enough hands or minutes in the day to troubleshoot the same basic questions over and over. Time and energy was not going to the cases and questions that mattered and there needed to be better management of tech support resources. We wanted to make our technical notes and solutions searchable, so that any user could google something and find his/her answer right away.     Within the overarching goal of facilitating a greater customer care were underlying objectives of gaining user trust and developing a stronger online presence. We hoped the community would better resonate with our customers than the forums did and offer them a space for industry connections to form. Anything that could offer users and customers a sign of life or suggest potential engagement was a clear need.     Ultimately, we wanted to make 2015 the year of the customer: we wanted our customer service to keep pace with our most dynamic product release that became generally available that summer.     Improving technical customer support & reducing support costs   In particular, we wanted to improve technical customer support and reduce support costs through the community. Improving upon technical customer support by transforming the online customer experience would ultimately reinforce Microstrategy's engagement strategy across the organization.   Every community post and response became a touchpoint for us, making our organization ever more personable and approachable. For an enterprise technology organization as large as ours, it is crucial to ensure that users know that on the other side of the community, MicroStrategy indeed is listening. The community reoriented our customer service methods by giving us an opportunity to leverage social listening.     By partnering with Lithium, we were able to launch a vibrant community that improved responsiveness and support costs through increased user engagement. Support now operates at a much larger scale. MicroStrategy’s use of the community began and continues to be about meeting the needs of customers. We place the community on the forefront, prioritizing it as a channel through which customers can vocalize their thoughts and needs. Every single MicroStrategy customer uses our community. With the help of Lithium, we are able to bring the online and offline interactions with MicroStrategy into one seamless experience and change the way others view our customer care organization.   Our metrics   Lithium’s data-driven approach to community through Value Analytics allows us to measure the results of our community implementation and the overall impact it has had on our business. The survey pop-up gave us an opportunity and mechanism to measure customer satisfaction (CSAT) and call deflection.   Our indirect call deflection satisfaction data shows that 61% are satisfied or very satisfied with their overall experience on our community. 85% of those visiting our community are seeking information, 72% of them actually find what they’re looking for, and 23% are likely to contact MicroStrategy if their question wasn’t answered through the community.   Our Value Analytics data further shows a 15% increase in case deflections since we rolled out our community, proving that our community helps reduce the volume of customer cases. To calculate case deflection, we created our own formula where we use accepted solutions and a factor of solution views. This has enabled us to show our executives the value from the support side of our community. At our annual conference in Miami, we’ve been able to get a better sense of where the community stands among our users. We brought together a number of our community superusers physically in the same location for the first time ever. All in all, users are satisfied and more well-connected with MicroStrategy with Lithium’s platform and incorporation of gamification. They feel more valued and connected with not just MicroStrategy, but one another.  
Company: Electronic Arts Contact: Dana Baldwin, Community Program Manager Community:  Answers HQ  Lithy category: Community Design of the Year   The Worldwide Customer Experience (WWCE) organization provides support to customers across a... See more...
Company: Electronic Arts Contact: Dana Baldwin, Community Program Manager Community:  Answers HQ  Lithy category: Community Design of the Year   The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.   The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.   Community Goals Answers HQ (AHQ) provides support to our customers with both player-to-player and official EA answers to game information, game play, and technical questions. AHQ support stretches across five languages and over 150 titles. With the AHQ Redesign launch in 2015, our team set five major project goals: Improve global navigation, site search placement, and site structure to connect our customers with the information they need quickly and efficiently. Introduce site theming for game-specific branding all the way down to the post level. Establish a look and feel for site assets that fit within the overall EA brand. Integrate iconography, rank icons, badges, and avatars that reinforce customer status and brand identification. Expand a limited responsive feature set into a fully responsive site.   AHQ Site Elements:   EA Brand Identity   Answers HQ was the first full EA site to launch within the new EA corporate brand identity. By utilizing our established, EA pattern library and game-themed visual assets, AHQ is now part of a more cohesive experience for players arriving to the site from in-game support links, EA Help and other EA franchise sites.             Navigation and Search Answers HQ grew from a single language Beta site into supporting five languages over a period of three years without any major design upgrades. There were several side effects of adding features on one at a time such as, an absence of language selection options, poor site navigation options, and a search box relegated to the header of the page.        AHQ Home Page before site update – September 2015   With the site update, we created a global header that incorporates site navigation, language navigation, site login, account links, and search into every page of the site.       AHQ Home Page after update – Current     Content Blocks and Promotional Spaces On average, 95% of Answers HQ visitors come from search engines and referrals from non-EA sites. AHQ posts often outrank our own help articles in search results. Because of this, many AHQ users are unaware of help articles and paths to contact EA Advisors for issues that the community cannot solve. The updated AHQ site design utilizes the headers of all home category and board pages, and the right side of all site pages, to link our players to popular EA Help articles, top posts on AHQ, and the path to contact us. Our Content Services team works closely with our Community team to keep the content updated and relevant to current issues for each game and language.   Game-specific content placement   Game-specific help and promotional content blocks   Issue-based and promotional content blocks   Game theming Before updating the site, AHQ had a single, fixed background for all pages. Adding a leaderboard to a page, changing the boards on the home page, and any updates outside of site-driven content and announcements required a developer to update site code and deploy changes during a maintenance window. We set out to increase the flexibility of page layouts and introduce game-specific imagery across all pages with the site redesign. Game backgrounds provide additional context for players that arrive on AHQ pages via search and help our game teams preserve their brand identity.   Franchise and game-level site imagery   Iconography and Bounty System The AHQ site update introduced a new icon set for all posts. The icon set helps players navigate across types of posts, hot issues, and solved posts. We introduced an “EA Official” solution icon that alerts customers of solutions written by or approved by EA Community Managers. We also introduced a point value, or bounty, for unanswered posts based on the number of replies, me too count, XP (kudos) total, and age of the post. Players who provide an accepted solution to the post receive additional XP for the total bounty amount.   Post icons and icon legend   Execution   Every step of the AHQ Redesign involved both EA stakeholders and our community super users. We wanted to make sure we were designing and executing the project with both EA and player needs in mind. As we gathered internal requirements needed to support our business, we utilized ideas submitted via AHQ and surveys to prioritize features and design elements that the community wanted. Throughout the design phase of the project, we held review sessions with our team and our super users to refine the site mock ups and images. Prior to scheduling our launch, we granted super users full access to our staging environment. This allowed them to test out the new designs alongside our internal testing teams.     In September, we rolled out the final site design in one large deploy. This allowed for site updates and configuration before our extremely busy fall and holiday launch schedule. In the immediate weeks following launch, we merged two large communities from other EA forum sites into AHQ.             Results   In addition to bringing in two additional EA communities to our AHQ structure, the AHQ Redesign resulted in improvements year after year in multiple areas: On-site searches increased 51% XP (kudos) per post increased from .1 to 2.9 XP per topic increased from .5 to 9.2 Replies per topic increased 10% Players have earned over 7 million badges for community activity   Game-themed badges Rank-based badges Achievement-based badges
Company: H & R Block Entry submitted by: Jerry Green (Enterprise Community Strategist)  & Jillian Bejtlich (Community Architect)  Community: The Community & DNA Communities Lithy category:  Social ROI Titan     H&R Block is the world’... See more...
Company: H & R Block Entry submitted by: Jerry Green (Enterprise Community Strategist)  & Jillian Bejtlich (Community Architect)  Community: The Community & DNA Communities Lithy category:  Social ROI Titan     H&R Block is the world’s largest tax services provider, having prepared more than 650 million tax returns since 1955. There are approximately 12,000 company-owned and franchise retail locations in all 50 states, Puerto Rico and other U.S. territories, and on U.S. military bases around the world.   In fiscal 2015, H&R Block prepared 24.2 million tax returns around the world - 1 in every 7 U.S. tax returns and over $50 billion in tax refunds, credits, and other government benefits. All of this is done with the dedicated help and knowledge of over 80,000 highly trained tax professionals nationwide.   Our 2015 Community goals   When H&R Block embarked on its community initiative in 2013, the client community – The Community – was founded with the intention of providing clients a welcoming space to talk about the implications of taxes year round. What happens if I buy a house or get married? How does having a baby or adopting affect my taxes?   The Community was never intended to replace or impact H&R Block’s client services, but as it grew and matured it evolved from a community of practice to a highly effective and widely utilized client self-service knowledgebase. Our clients needed a different way to access help – regardless of the time of day, complexity of the question, or how long the wait time was for phone or chat support. We delivered.   By early 2014, we had the idea that community would not only help our clients, but could help our 80,000 associates across the country as well. After conducting a successful pilot within the client community, we built a second dedicated Lithium community – DNA Communities – in June 2015.   Together, the goals for H&R Block community initiative echo the values and visions of H&R Block:   Develop an active and thriving associate community that allows associates nationwide to share knowledge, best practices, and feedback. We believe in our people. Strive to provide a frictionless client experience regardless of time of day, type of question, or product used. We take care of all clients. Augment existing client support options with an efficient, cost-effective solution that contributes to the financial success of H&R Block as a whole. We deliver for our shareholders.   Our focus areas and tactics to meet our goals   In order to build an active, sustainable, and cost effective community for both H&R Block clients and associates, we identified the following as necessary focus areas.   Make self-service behavior the default behavior for clients and associates. In order to change the behavior of both clients and associates, we made subtle modifications to the environments they were already familiar with.   In the client community, this meant changes that encouraged searching and browsing instead of posting and leaving. Changes included re-locating the search bar in a prominent location, multiple modules for timely content and shifting the forum boards further down the page.     In the associate community, we mimicked the existing intranet down to every detail associates were familiar with from the internal intranet. We also developed a customized SSO portal that automatically recognized associates by employee ID and assigned permissions based on job codes. It is an entirely frictionless experience – and far easier than searching for the right contact to e-mail.     Build a strong network of members and associates with extensive tax knowledge. In order to effectively manage the volume of posts that occur during the tax season, we recognized and supported early “super users” in The Community and continue to employ strategies to identify potential new super users to help us support a growing member base. Super users, who are largely H&R Block associates and geographically dispersed, contribute to The Community when they have excess capacity, answering member questions at all hours of the day and creating economic efficiencies, supporting all three of our primary goals.   Our results   We built an active and thriving associate community. As of April 19 th (official close to the filing season), DNA Communities has proven to be a major success in just 8 months since launch. DNA Communities has provided over $1.64 million in services with 2,487 solutions and over 152,000 successful searches.     We provide a frictionless client experience. After two subtle revisions to the community interface and an abundance of pre-season efforts, we have observed dramatic positive changes to The Community. We have more page views than ever before and an impressive increase in successful searches and super user involvement. Community sentiment continues to trend more positive with every tax season.   As of April 19 th , The Community had provided approximately $2.7 million in services with 1,742 solutions and over 262,000 successful searches (87% successful search rate since improvements).   We provide an efficient and cost-effective support solution. Everything we have accomplished has been with two dedicated community team employees, less than a dozen very dedicated and passionate super users, and over 150 employees whose jobs have been made easier by leading community efforts in their existing roles. The value of services provided by the community is far more than the cost of providing these services.   Our top six active super users have voluntarily provided the client community 807 solutions that have been viewed over 1.2 million times. On average, our top super user – a retired tax professional – provides an estimated $45,000 in services per year.   In total, the community initiative at H&R Block has provided well over an estimated $4.3 million in services in the course of four tax seasons. We look forward to many more years of successful community building and helping millions of clients, potential clients, and associates.    
Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Support Savings MVP   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companie... See more...
Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Support Savings MVP   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.   Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es   How we are implementing Community our customer care business goals   Our target are: Increase total number of registered users. Increase Community Content counting number of created posts Increase community participation Acquire new “super-users” that help us as community mods. Increase NPS and Employees Resolution Rate.    Changes we implemented because of cost reductions based on Lithium Community   The changes we have made:   New community home: it’s more visual and accessible. We have used click map to detect the hotspots. Launch new mobile version enabling users easier access to the community for smartphones and tablets. New badges for super-users integrated on console. We create content based on Key trends such as movies, series and video games to increase user participation and gain awareness to promote eForum Channel. Our employees are continuously improving their answers and performance to encourage further volume of customers using eForum as the contact mechanism prior to Call Center contacts.   Our results   €3.7 M potentially saved on incoming Customer Call Center Calls.   
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Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Community Design of the Year   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications... See more...
Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Community Design of the Year   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.   Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es   Our community goals   We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community.    The design elements that make our community unique   We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.   Community design:     Mobile design:     How we executed our community design   We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.   Our metrics     Our achievements during 2015 were:   Nealy 15K new registered users. Over 386 content posts generated by Community Manager to engage users. Almost 4.8 million visits during 2015 and over 100K total posts within the Community. 15% increase on NPS and over 90% resolution rate on our Employees contacts.     Visits     Completed Registrations     Member Time     CHI         
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Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community: Foro Vodafone  Lithy category:  Social ROI Titan   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies an... See more...
Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community: Foro Vodafone  Lithy category:  Social ROI Titan   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.   Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es   Our 2015 goals for our  Lithium-powered community    Our target are: Increase total number of registered users. Increase Community Content counting number of created posts Increase community participation Acquire new “super-users” that help us as community mods. Increase NPS and Employees Resolution Rate. A quality customer care Redirect our customers to the online customer care       Our focus areas and tactics to meet our goals   The changes we have made:   New community home: it’s more visual and accessible. We have used click map to detect the hotspots. Launch new mobile version enabling users easier access to the community for smartphones and tablets. New badges for super-users integrated on console. We create content based on Key trends such as movies, series and video games to increase user participation and gain awareness to promote eForum Channel. Our employees are continuously improving their answers and performance to encourage further volume of customers using eForum as the contact mechanism prior to Call Center contacts.    Our results   Our achievements during 2015 were:   Nearly 15K new registered users. Over 386 content posts generated by Community Manager to engage users. Almost 4.8 million visits during 2015 and over 100K total posts within the Community. 15% increase on NPS and over 90% resolution rate on our Employees contacts.    
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Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Marketing Champion   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies... See more...
Company: Vodafone Spain     Contact: Alejandro Moreno ( Community Manager) Community:   Foro Vodafone  Lithy category: Marketing Champion   Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.   Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es   Our unique promotion and goal   Vodafone Spain launched their Vodafone Heroes Programme in 2013 for super-users to help other customers in their enquiries. There are currenly 24 active super-users in the Programme contributing to help other customers. However, the total number of nominated Heroes throughout those 3 years surpass the 100.   Our  strategy and tactics for  community    These super-users participate in a contest, fighting to unlock new badges while earning rewards points. There are 4 main categories that help us to achieve our goals and SLA: Speed, Wisdom, Aim and Creativity. We have implemented new badges on their profiles and created a catalogue of rewards as well as small benefits and ad-hoc contests.   Our results   Super-users activity in 2015: Over 3,500 customer served. 1700 posts managed directly via Vodafones Heroes. Over 1600 attributed Kudos and 500 accepted Solutions.    
Company: SAS Entry submitted by: Shelley Sessoms (Online Community Manager) Community: SAS Support Communities Lithy category: Marketing Champion (1 of 2 entries)   SAS is the leader in analytics. Through innovative analytics, busine... See more...
Company: SAS Entry submitted by: Shelley Sessoms (Online Community Manager) Community: SAS Support Communities Lithy category: Marketing Champion (1 of 2 entries)   SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW ® .   Our Unique Promotion   We used the transition to Lithium as an opportunity to relaunch, reenergize and redesign SAS Support Communities. We aimed to make it easier for members to: Find correct information faster with intuitive searches Connect with peers Share what they know with others   We wanted members to recognize the immediate benefits of the new site, including: A quality mobile experience A new system of ranks and badges that rewards community contributions Better SPAM filters, keeping the noise level down so they can enjoy the good content   Our  Promotional Strategies and Tactics    The community management team deployed an integrated communication plan geared toward new and potential community members, employees and social media influencers to generate awareness of the relaunch.   After finalizing a launch-specific tagline for SAS Support Communities, “Your forum, transformed,” we came up with a succinct, evergreen tagline that invites community action: “Ask. Find. Share.”   Then we identified key pieces of “getting started” information for members, and produced six community articles and videos covering the points:   Welcome to the SAS Support Communities 3 ways to show off your skills on the SAS Support Communities How to get fast, helpful answers Community etiquette: The do’s and don’ts of the SAS Support Communities How to add SAS syntax to your post 5 features of an awesome SAS Communities profile   We held a soft launch phase for “super” active employee and external community members to gather feedback and create a sense of ownership among this influential group from the outset.   Social proved to be a critical channel for all promotional efforts. Over several weeks, we promoted the following assets across SAS corporate, user-specific and personal channels like Twitter, LinkedIn, Google+ and Facebook, and external SAS-related communities:   How-to videos SAS Users blog post Six social tiles with quotes from community super users. Examples:     Multiple SAS-owned websites promoted the news including the SAS homepage, support site, and appropriate support pages like SAS Training and Books. Three SAS user e-newsletters promoted it as well.   The relaunch received third-party validation through earned media placements including a Huffington Post interview and Social Business Engine podcast episode.   We internally promoted the launch through a video, article on the SAS intranet, post on social media blog, email blast to marketing and sales teams, posts on internal communities and email notices to other communications groups.   Our Results   SAS Support Communities have enjoyed healthy membership and web traffic since their inception in 2006. The relaunch built on this momentum resulting in bumps to online visits, membership and engagement.   Analysis* of SAS Communities traffic, post launch: Comparing Oct 1, 2015-March 27, 2016 to same time last year (Oct 1, 2014-March 27, 2015) 19% increase in sessions (visits) (1.53M vs 1.28M) 25% increase in page views (3M vs 2.4M) Higher rate of return visitors (80% returning vs. new, instead of 74.5% returning vs. new) 31% increase in new registered members rate (14,510 vs 11,067)   *Sources: Google Analytics and Lithium bulk data/history   Traffic to specific promotional tactics contributed to the online traffic boost. Here are a few sample metrics:   Cumulative views on how-to pieces: Articles with embedded videos: 4,407 Stand-alone YouTube videos: 1,061   Breakdown:   Welcome to the SAS Support Communities: article: 1,399; video: 325 3 ways to show off your skills on the SAS Support Communities: article: 1,064; video: 265 How to get fast, helpful answers: article: 560; video: 123 Community etiquette: The do’s and don’ts of the SAS Support Communities: article: 738; video: 77 How to add SAS syntax to your post: article: 471; video: 200 5 features of an awesome SAS Communities profile: article: 175; video: 71     SAS-owned social channel engagement:   We sprinkled promotions from corporate and user-focused social channels for months following the community relaunch date of Sept. 8, 2015. From Sept. 8 through Dec. 31, 2015, here are a few promotion results.   137 posts 940 engagements (709 likes, 13 comments, 218 shares) 282,500 account followers   Sample comments:   1. A quoted active member retweeted and pointed to specific SAS product board:     2. Same member replied and cited tagline, Find. Ask. Share:     3. One update received a technical question from a SAS user:     4.  Supporting visuals: Please include any supporting visuals/graphics into your above answers. Insert them into your text copy, so we’re clear on desired positioning of the graphics. We will accept videos for this entry. All videos must be submitted as publicly viewable links on YouTube or Vimeo.   Answer #2 includes links to external promotions, such as community articles with embedded videos. In addition, here are direct YouTube links to the videos:   SAS Support Communities: YouTube playlist of all introduction videos Welcome! Boost your rep! How to get answers… Community guidelines Create an awesome profile New for SAS programmers    
Company: Flybe Contact: Danielle Bassett (Customer Support Liaison Manager) Social channels:  https://twitter.com/flybe, https://www.facebook.com/Flybe  Lithy category:  Support Savings MVP   Flybe is Europe's largest regional airline, o... See more...
Company: Flybe Contact: Danielle Bassett (Customer Support Liaison Manager) Social channels:  https://twitter.com/flybe, https://www.facebook.com/Flybe  Lithy category:  Support Savings MVP   Flybe is Europe's largest regional airline, operating more UK domestic flights than any other airline. They have received numerous accolades, including being named the top UK airline for punctuality in a report issued by UK consumer watchdog Which? and being honored as the ‘Best Short-Haul Airline’ at the 2016 Business Travel Awards.   Our road to Lithium Social Web (LSW)   Due to Flybe’s increasing volume of social customer service related queries, we recognized that social was quickly becoming a preferred channel for customer engagement. Our new focus was to use social as a customer care channel versus a marketing channel while still maintaining the ability to publish marketing posts when required. When the decision was made to set-up a dedicated social care team, we took the opportunity to re-assess their social tool, which was an inherited tool used by their in-house marketing team.   We explored other social care solutions, and we ultimately replaced our prior vendor with Lithium Social Web (LSW) to offer the ability to meet the needs of a growing social customer care team that could respond quickly and resolve issues efficiently.   How LSW has benefited our customer care organization   Our social media team works from different locations, but with LSW, the team is able to assign conversations that may require a corporate response or further investigation while not impacting response times. Even if you are not logged in to the tool, you are notified by an email alert that works really well. This has benefited a few key stakeholders outside of the social media team that use LSW, which include marketing and customer support management.   Flybe social media team   In addition, we currently utilize the LSW Shared Dashboard with other license holders, which enables greater real-time visibility throughout our organization. This ensures our customers are receiving the best possible service within business hours.   Our results with LSW   The implementation of Lithium enabled us to report immediately on the number of responses made within 15 minutes, half the time of that previously possible without LSW. As social channels are fast becoming the preferred communication method, it is important that we are able to promote our response times and shine amongst our competitors. LSW allows us to do that to address our customers’ needs.   Other metrics: 85% average response time within 15 min on Facebook 89% average response time within 15 min on Twitter Followers increased by 38% on Twitter and 50% on Facebook Incoming message volume increased 39% on Twitter and 57% on Facebook  
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Company: SAS Entry submitted by: Shelley Sessoms (Online Community Manager) Community: SAS Support Communities Lithy category: Marketing Champion (2 of 2 entries)   SAS is the leader in analytics. Through innovative analytics, busine... See more...
Company: SAS Entry submitted by: Shelley Sessoms (Online Community Manager) Community: SAS Support Communities Lithy category: Marketing Champion (2 of 2 entries)   SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW ® .   Our Unique Promotion   We launched external and internal Super User programs to give a recognition and commitment boost to super active community members. These programs publicly honored our strongest members for their outstanding contributions and gave them tools to expand their community leadership so they can get more out of their community experience – and help the community as a whole.   External SAS Super Users felt special because they: Received a badge and special rank icon that appears on their community avatar:  Had access to a private "Super Users" forum, where they can confer with their fellow "supers" and the SAS community managers. Were invited to "Super Users"-only meetings with SAS staff, where they get the inside scoop on SAS communities and other SAS goings-on. Received privileges like moving stray posts to the proper board and marking spam. Received periodic surprise community/SAS swag and personal gifts in the mail. They completed a “What are your favorites” Q/A so we knew what to send them. On their birthdays, we posted a “Happy Birthday” message on the community homepage banner that is visible only to the member with a birthday.       Internal SAS Super FREQs (FREQ is a name of a commonly used SAS procedure) received:   A special rank icon and badge:  Community management rights such as moving stray posts, featuring good ones and editing topics that need clarity. Note of appreciation and thanks to each of their managers. Choice of community swag: branded coffee cup or USB charger.     Our Promotional Strategy and Tactics   We identified our first pool of super members by analyzing community activity from Lithium bulk data. We decided to appoint a new group of Super Users/FREQS every six months and that “alumni” members will be awarded an Emeritus status and special badge. Example for Super Users:   We then defined program parameters like: Guidelines complete with “how-to” instructions for executing special tasks, posted on private board:   Promotions to serve two purposes: recognize super members and elevate awareness of communities in general.   Promotional tactics include:   Super Users Community Memo blog post and Getting Started TKB article. Feature on community home page: Social updates on SAS corporate, user-specific and personal channels like Twitter, LinkedIn, Google+ and Facebook, and external SAS-related communities, using multiple text variations, headlines and this social tile:     Super FREQS: Intranet article that highlighted employee contributions and what it means to participate in the community, including quotes from the Super FREQs themselves on their activity. Intranet video about how being a community star is like being a super hero.   Be a Hero       Results   Expanded community management coverage Using bulk data from Lithium, we saw that Super Users acted on new privileges like topic moves. From Feb. 1 – March 27, Super Users moved 92 topics to appropriate boards while the community management team moved 35. What’s more, these moves occurred at all hours of the day/night due to the global scope of our Super Users. In effect, the Super User program allowed for 24/7 community moderation; our Super Users became an extension of the SAS communities team.   Our Super Users increased their participation in the communities, as well. Analyzing the 60 days prior to the inception of the Super User program with the 60 days post-program launch we saw:   Super Users increased their shared content/messages posted between 18-90%. The number of accepted solutions given to Super Users increased between 30%-300%. Yes, you read that right: 300% for one Super User in particular.   Super User social sharing of program perks In one instance, a Super User shared a piece of Super User swag through a creative social update. The swag installment sent to Super Users was a pen made out of reclaimed wood from an old SAS building on campus headquarters. The package included an article about the building’s history and a note from SAS Co-founder and CEO Jim Goodnight. One of the Super Users tweeted about the pen, thanking Dr. Goodnight publicly for the gift.  
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly stood for... See more...
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly stood for beauty, innovation, optimism and, above all, women. Avon products include well-recognized and beloved brands such as ANEW, Avon Colour, Avon Care, Skin-So-Soft, and Advance Techniques. Sold through nearly 6 million active independent Avon Sales Representatives, Avon products delight consumers in approximately 70 countries worldwide. Learn more about  Avon and its products at www.avoncompany.com.   Avon now reaches one in three women in the UK, with six million women seeing an Avon brochure every three weeks.   In 2015, 22,000 shoppers voted Avon as the UK’s Best Health and Beauty Retailer 2015 in Verdict’s Customer Satisfaction Awards.   As the company for women, Avon is committed to supporting the causes that matter most to women; breast cancer and domestic violence. To the end of 2015, Avon and the Avon Foundation for Women donated more than $1billion in 50 countries to women’s causes.  In the UK £16.8 million has been donated to breast cancer charities through the Avon breast cancer crusade and £1.6 million to domestic violence charities through its Speak Out programme.   Goals for our Lithium-powered community    We wanted to create a community for both B2C and B2B members both for very different purposes. We wanted to engage customers with relevant content, enabling them to quickly find looks/products and conversations that would enable them to engage with one another and Avon.   For our Representatives we wanted to create a seamless journey from their ordering page using SSO and again present relevant business content and information while encouraging conversation.   Overall we wanted to a fun, engaging and supportive community that would serve Representatives and Customers one and the same.   Our focus areas and tactics to meet these goals   We wanted to focus on creating the right content for both areas of the community, by focusing on working with the wider business on B2B content and working with a content agency to supply blogger and beauty content we felt we had the right strategy for success. Traffic driving was also a big goal, we had to ensure that for the B2B area we could drive traffic internally through our eMail, newsletters and links from our ordering sites as SEO would not reach us! We also ensured that we had strong links with our social team and everything public facing we did had SEO in mind.   Social shopping and selling is also a huge part of our strategy, so by engaging our users with our ‘Reward beauty, receive beauty’ scheme we are able to send them a product in return for a nice piece of user generated content which left them feeling engaged and valued.     Our results   We recently undertook research that looked at Representatives that have NEVER logged into the community vs those that have logged on at least three times in a certain period. We found that those Representatives that are regularly using Avon Beauty Connects had a 137% higher rate of retention with the business, had a 47% higher order value and 83% higher average earnings per campaign. Representatives regularly using Avon Beauty Connects also had a 43% increase in Customers.   So the value of community in their engagement and support in running their own businesses is truly working!   We have also recently launched Knowledge Base which is creating a great collection of business guides and UGC for tips and tricks to run an Avon business.   Overall we have proved that we retain and engage our audience and provide an fun and friendly and business oriented community for the Avon Representative and his or her Customers.  
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA htt... See more...
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA https://twitter.com/CoveredCA_es Lithy category:  Excellence in Customer Satisfaction   Covered California is California’s health insurance marketplace, established by the Affordable Care Act. It is the only place to receive financial assistance to make health coverage more affordable. Over two million Californians served.     Our customer satisfaction initiatives in 2015 In the fall of 2014, with the second Open Enrollment period approaching, Covered California was faced with a decision.   During the first year, its social media channels had been frequently visited by ideological opponents, some of whom antagonized Affordable Care Act (Obamacare) supporters and dissuaded potential customers from enrolling. At the same time, there were thousands of incoming posts and messages from distressed customers seeking assistance – many going unaddressed.   Concerns over purpose, functionality, practicality, and public relations were raised. Was it worth it to maintain social channels? Or, could these channels be turned in to functional marketing and customer support platforms? The latter path was chosen, and just in time for the start of Open Enrollment 2, Covered California embraced the Lithium Social Web platform in November 2014 as the solution to its customer service woes on social media.    With a mandate to offer a robust, responsive customer support channel option, a team was deployed using the LSW platform to handle Covered California’s thousands of incoming posts. By the end of Open Enrollment 2 in February 2015, and with a small team of four agents, Covered California Social Support successfully handled over 17,000 conversations with a 73% TAR (responses within 2 hours). This performance was celebrated as a success – Covered California’s social channels were no longer seen as a liability, but an opportunity.   Months later, and with a new agency, goals for the Social Customer Support Team remained high – seeking even faster response times and improved customer sentiment. For Open Enrollment 3 in Fall 2015, conversation sentiment conversion was tracked, showing a direct reduction of ‘negative’ and ‘neutral’ posts by half, with increased ‘positive’ sentiment (250%+). The team also improved TAR to 82% within 2 hours. Improving sentiment, responding more quickly and thoroughly, and converting upset customers into fans. Goals met.   The most important customer issue we were looking to solve via Lithium implementation   Covered California, being the largest state-based insurance exchange program, is in a unique position. It is a new governmental institution, offering exclusive services and savings to Californians, who are [now] required to purchase health insurance. Since the implementation of the Affordable Care Act, millions of Americans have had questions about what to do and where to get coverage/access health insurance.   The requirement, or “individual mandate,” elicits strong reactions in both support and opposition, expressed often on social media.   The solution is Covered California offering responsive, friendly, informative, and patient social support for consumers who are often frustrated or confused with the recent and significant changes in health care policy.   Using Lithium Social Web, the Covered California Customer Support Team is able to easily organize, prioritize, and quickly respond to the thousands of incoming posts. It has also allowed Covered California to build relationships with customers by thoroughly answering their questions, offering assistance, and escalating their issues when necessary.   Through these efforts, numerous customer issues are resolved via social media without the need for the customer to call the Covered California Service Center – which, particularly during Open Enrollment, can be overwhelmed.   The Covered California Customer Support Team is small (growing to six during Open Enrollment 3), but is prepared to address any issue that may arise. The team has successfully transformed Covered California’s social accounts into effective customer support platforms, helping thousands of Californians get the health coverage they need. Below are direct quotes from customers after receiving assistance from the team:     Our metrics   All below stats from Open Enrollment 3 – Nov 1, 2015 - Jan 31, 2016 – Covered California’s busiest time of year:   23,742 posts received à 13,965 Conversations handled and closed à 6,713 replies posted 82% response rate within 2 hour target goal Conversation sentiment conversion: Positive increased 250%, Neutral reduced 51%, Negative reduced 50%     Due to the success of social customer support during Open Enrollment 2, Covered California put more dollars behind promoting content in Open Enrollment 3 to increase reach, engagement, and fan/follower growth. The campaign was successful, resulting in an increase across all channels, especially Spanish-language, highlighting a demand for in-language assistance for California’s Latino community.   Growth November December January TOTAL GROWTH New Facebook Fans (English) 1,422 3,445 6,725 11,592 New Facebook Fans (Spanish) 1,248 448 2,975 4,671 New Twitter Followers (English) 316 624 522 1,462 New Twitter Followers (Spanish) 39 52 198 289    
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides supp... See more...
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.   The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.   Total Community Details We have used Lithium Community for AHQ since its inception in 2012. In 2014, we added LSW for social media workflow.   LSW Each game that EA publishes has a unique brand and social media presence, resulting in a large volume of social media to monitor. We have leveraged LSW to manage these channels through 42 queues, 6 priorities, and 95 tags. We use custom close reasons to get the reporting that we need.   We recently deepened our unified approach by adding the Lithium Community into LSW for improved workflow capabilities. This addition enables us to prioritize incoming topics based on the types of issues that the community cannot solve in place. We expect to see an improvement in response times and first response rates.   Lithium Community AHQ is a player-to-player support community at its core, but it also allows for enthusiast conversations. Again, supporting many different titles we have used Lithium to provide a different look, feel, and overall experience for EA’s different games.     We have deployed a number of different features that make AHQ a robust community with high levels of participation. Instead of our customers calling in to report a game bug, the online contact routing system takes them directly to AHQ for self reporting. From there, we report bugs to studios and provide updates to players. AHQ also has a exceptional badging system that acknowledges community participation. We have issued over 7.4M badges since launching the program in September 2015.   LSI We Having detailed bulk data allows us to slice and dice our community and gain valuable insights, especially when connected with other data sources. The direct integration of community posts into our CRM tool allows for a unified 360-degree view across chat, phone, email, and Answers HQ. Community and social media data plays a vital role in helping us understand the full customer journey. We also use this data as an early warning system for emerging issues. The ability to tap seamlessly into a wealth of information provided by Lithium APIs is driving actions that are improving the overall customer experience with EA.   Total Community Advantage By working with one partner to leverage both the Lithium community and LSW to execute our social media and community support, we work more efficiently with a holistic strategy that best supports our players.